User Support Technician II

User Support Technician II

The User Support Technician II supports the Federal Aviation Administration (FAA) by providing phone and in-person support and is the initial point of contact for troubleshooting personal computer (PC) hardware/software and printer problems. This position works within a team and remotely works on computer equipment using authorized remote control tools and software while closely following national and local policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following. Other duties may be assigned.

Takes action to resolve events without delay. Escalates incidents to the next highest tier support level or the appropriate group per FAA guidance.

Follows up with customers to ensure the work was completed to the customer’s satisfaction.

Under general supervision, designs local area networks of mini/micro computers for office settings.

Provides management with the status of projects, problems or other outstanding project related issues.

Establishes and maintains local area network security.

Ensures professional, courteous and helpful customer service is always provided.

Responsible for aiding in own self-development by being available and receptive to all training made available by the company.

Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.

Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.

EDUCATION / EXPERIENCE

Associate's degree and a minimum of five (5) years relevant experience, or equivalent combination of education / experience. Three years of relevant experience may be substituted for degree. Experience providing support for a large organization.

Detail-oriented with ability to manage multiple projects and priorities

Ability to effectively work both independently and in a team environment

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.